Impact 360 Recording. Integration Service. Cisco Integration Guide

Transcription

1 Impact 360 Recording Integration Service Cisco Integration Guide Release 7.8 SP1 September 2008

2 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide. The Verint Systems Inc. products are protected by one or more of the following U.S., European or International Patents: USPN 5,659,768; USPN 5,790,798; USPN 6,278,978; USPN 6,370,574; USPN 6,404,857; USPN 6,510,220; USPN 6,757,361; USPN 6,782,093; USPN 6,952,732; USPN 6,959,405; USPN 7,047,296; USPN 7,149,788; USPN 7,155,399; USPN 7,203,285; USPN 6,959,078; USPN 6,724,887; USPN 7,216,162; European Patent ; GB ; and other provisional rights from one or more of the following Published US Patent Applications: US 10/061,469; US 10/061,489; US 10/061,491; US 11/388,854; US 11/388,944; US 11/389,471; US 10/818,787; US 11/166,630; US 11/129,811; US 11/477,124; US 11/509,553; US 11/509,550; US 11/509,554; US 11/509,552; US 11/509,549; US 11/509,551; US 11/583,381; US 10/181,103; US 09/825,589; US 09/899,895; US 11/037,604; US 11/237,456; US 09/680,131; US 11/359,356; US 11/359,319; US 11/359,532; US 11/359,359; US 11/359,358; US 11/359,357; US 11/359,195; US 11/385,499; US 11/394,496; US 11/393,286; US 11/396,061; US 11/395,992; US 11/394,410; US 11/394,794; US 11/395,350; US 11/395,759; US 60/799,228; US 11/479,926; US 11/479,841; US 11/479,925; US 11/479,056; US 11/478,714; US 11/479,899; US 11/479,506; US 11/479,267; US 60/837,816; US 11/528,267; US 11/529,132; US 11/540,281; US 11/540,322; US 11/529,947; US 11/540,902; US 11/541,056; US 11/529,942; US 11/540,282; US 11/529,946; US 11/540,320; US 11/529,842; US 11/540,904; US 11/541,252; US 11/541,313; US 11/540,086; US 11/540,739; US 11/540,185; US 11/540,107; US 11/540,900; US 10/610,780; US 10/832,509; US 11/608,340; US 11/608,350; US 11/608,358; US 10/771,315; US 10/771,409. Other U.S. and International Patents Pending. VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, and CLICK2STAFF are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners. Doc Version

3 Contents About This Guide Intended Audience for This Guide Conventions Used in This Guide If You Need Help Before You Contact Technical Support Contacting Technical Support Verint Witness Actionable Solutions Website and the Customer Interaction Center (CIC) Telephone Direct Internet FTP Other Support and Training Alternatives CTI Controlled Solution via JTAPI Prerequisites System Requirements What You Need to Know Before Configuration Installation Set Up Integration Service Configure Cisco CallManager Install the Cisco JTAPI Client Configure the Cisco JTAPI Client Configuration JTAPI Adapter Cisco ICM Adapter (optional) Recorder Settings Technical Notes Limitations Maintenance Duplicate Streamed Recording Solution Prerequisites System Requirements What You Need to Know Before Configuration Items Required from Customer Installation Set Up Integration Service

4 Contents Configure Cisco CallManager for Active Recording Configuration Cisco SIP Proxy Adapter JTAPI Adapter (optional) Cisco ICM Adapter (optional) Recorder Settings Cisco DMS Fault Tolerance Configure Cisco Call Manager for DMS Fault Tolerance Teamed NICs Technical Notes Maintenance Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM Prerequisites System Requirements What You Need to Know Before Configuration Installation Set Up Integration Service Configuration JTAPI Adapter (optional) Cisco ICM Adapter (optional) Recorder Settings Technical Notes Maintenance A JTAPI Adapters Configure JTAPI Adapter Troubleshooting B Cisco ICM Adapter Configuring Cisco ICM Adapter Troubleshooting Index Integration Service Cisco Integration Guide 4

5 About This Guide This introductory section to the Integration Service Cisco Integration Guide provides information on: Intended Audience for This Guide, page 6 Conventions Used in This Guide, page 7 If You Need Help, page 9 Contacting Technical Support, page 10

6 Preface - Intended Audience for This Guide Intended Audience for This Guide The Integration Service Cisco Integration Guide is intended for Verint Systems Field Services and Support personnel. It documents the ways in which configuration and behavior deviates from that documented in the Integration Service Integration Guide, to which you should also refer. Integration Service Cisco Integration Guide 6

7 Preface - Conventions Used in This Guide Conventions Used in This Guide The following two tables describe some of the conventions that are used in this document: The Standard Conventions table highlights conventions used to describe user interaction, as well as special notations The Information Icons table describes the icons used to highlight information of special interest to the user Standard Conventions Area Menu Items Description Menu items are highlighted in bold as in the following example: From the menu, choose File > Preferences > Options. Document Names Other Verint Systems documents are referred to using italics. For example: Refer to the Quality Monitoring 7.7 Installation Guide for more information. Buttons, Functions, and Dialog Box and Window Names User Variables Specific button or function names are highlighted in bold. The following example shows how a button and dialog name are referred to in the documentation: Click OK, and then choose the Restore Database dialog box. When the user is expected to type a value, the name of the variable to be replaced is surrounded by < >. The following are examples: <Your ER Server Name> The notation <Your ER Server Name> refers to the name of your Enterprise Reporting server. When you see this notation, replace it with the actual name of your Enterprise Reporting server. Integration Service Cisco Integration Guide 7

8 Preface - Conventions Used in This Guide Information Icons Icon Type Note Function Important details that we want to make sure that you do not overlook. Tip Helpful hints that can improve the efficiency or effectiveness of your work. Caution Advice that can help you avoid undesirable results. Warning Situations that can result in: Harm to software Loss of data An interruption in service Integration Service Cisco Integration Guide 8

9 Preface - If You Need Help If You Need Help Our goal at Verint Systems is to provide you with the best products backed by a high quality support network with a variety of resource options. These include: Verint Systems website and Customer Interaction Center (CIC) Telephone Direct Internet FTP Other support and training alternatives Before You Contact Technical Support Help from Technical Support is as near as your keyboard or telephone. However, before you contact us, read this section carefully. We can provide faster and better service if you have certain information available when you contact us. You can solve many problems quickly with the information in the online Help system or in this manual. When running the product, you can select the Help button in the upper-right portion of the window to get help for the active window or dialog box. If you are unable to solve a problem by using the online Help or this manual, and you need help from Technical Support, use the guidelines in the following checklist before you contact us: 1 Write down the problem and details that may help us solve the problem. If you can consistently reproduce the problem, list the steps to reproduce it. 2 Have at least the following information available when you contact Technical Support. Your name and customer site number, and identify yourself as a customer, Verint Systems partner, or Verint Systems employee. Customer-initiated CIC contact is restricted to customers that are one of the designated support contacts on your company s service level agreement. Product name and version number. Server and client operating systems and service pack version numbers Supporting files and screenshots (if available) ACD type and reporting package (for ACD-related issues) The wording of any error messages from the product and/or operating system Has this problem occurred previously? If it is new, did you change your system configuration recently? Integration Service Cisco Integration Guide 9

10 Preface - Contacting Technical Support Contacting Technical Support Once you have determined that you need technical support, and you have gathered as much information as you can based on the checklist, the following provides a list of the various support options and alternatives: Verint Witness Actionable Solutions Website and the Customer Interaction Center (CIC) Telephone This facility allows users worldwide fast access to product information, marketing and sales information, information about the company, technical documentation, support case management, and support solutions information. You can access the Verint Witness Actionable Solutions Customer Interaction Center (CIC) support site at or through by clicking the Support Login link from the Home page. Once you have successfully logged on to the CIC, use the navigation tree on the right to access available user manuals, troubleshooting guides, FAQs, and more. For help using the site, refer to the CIC Support Website Navigation Guide. To access this document, click the link at the right on the CIC Home page. The guide is a PDF file that you can save or print locally for future reference. Verint Systems' Customer Interaction Center (CIC) provides the self-service tools and information you need to get the most out of your investment. Americas: WITNESS (USA toll-free) Europe/Middle East/Africa: (0) Hong Kong/Asia Pacific: Australia: New Zealand: Japan: +81 (0) For geographic locations and hours of operation, refer to and click on Contact Centers. Integration Service Cisco Integration Guide 10

11 Preface - Contacting Technical Support If you are a new customer and need a logon ID and password, you can support@witness.com to obtain your new logon information. Direct Internet FTP This facility greatly speeds up transfer of new and upgraded software to all Verint Systems customers. Contact us for more information about access to Direct Internet FTP services. Other Support and Training Alternatives In addition to documentation, online Help, and support services, Verint Systems also offers both classroom-based and online learning alternatives to suit your specific needs. Contact us for more information about other support and training alternatives. Integration Service Cisco Integration Guide 11

12 Preface - Contacting Technical Support Integration Service Cisco Integration Guide 12

13 Chapter 1 CTI Controlled Solution via JTAPI This chapter describes how to install and configure a Cisco CallManager CTI Controlled recording solution via the JTAPI adapter.

14 Chapter 1 - CTI Controlled Solution via JTAPI Prerequisites Prerequisites System Requirements Verint Systems Field Services personnel should confirm with the customer that the customer has the following Switch/CTI configuration. Please refer to Verint Systems Product Central for the latest information on supported Switch/CTI combinations. Switch/CTI Requirements Specification Requirement Switch Name & Model Cisco CallManager Supported Switch Versions 4.x, 5.x, 6.x (5.x, 6.x required for secure RTP) Switch Interface Type Cisco JTAPI CTI Middleware Cisco ICM (optional for tagging only) CTI Middleware Versions 4.1 SP5 HotFix What You Need to Know Before Configuration Recording Solution The JTAPI adapter connects to the JTAPI server over the LAN using TCP/IP via the JTAPI Client. The JTAPI server in turn connects to the Cisco switch. The JTAPI server provides the adapter with real-time telephony information from monitored extensions. Information contained in these messages is tagged along with the recording. If desired, a Cisco ICM adapter may also be used for additional tagging. Items Required from Customer The customer must provide the following information: A list of agent extension numbers to be recorded. A two-way network connection to the CallManager Server. Spanning capabilities on the gateway side, or telephone side, or both. Confirmation that the Cisco CallManager is enabled for encryption and has security certificates from the Cisco Security Tokens. (Secure RTP only) The following information for communication with the JTAPI Server: Field Cisco CallManager Hostname Description Network name of the Cisco CallManager Switch Integration Service Cisco Integration Guide 14

15 Chapter 1 - CTI Controlled Solution via JTAPI Installation JTAPI User JTAPI Password (if applicable) Depending on the version of Cisco this will either be referred to as a User or End-User. In either case, the User must be set up to have CTI privileges and be associated with all the phones that you wish to monitor. If you are using an encrypted CallManager environment, the User must also have a CAPF profile setup. Password for the JTAPI User. Installation Set Up Integration Service Follow the standard installation process for setting up the Integration Service. Refer to the Integration Service Integration Guide for information of setting up the Integration Service. Configure Cisco CallManager 1 Use your web browser to access your CallManager (that is, by entering its URL, for example, and then log on. 2 Navigate to User Management > End User. 3 Create a new user named jtapi. 4 Set the password, PIN, and last name. 5 Click the Device Association Button and add the phones you want to monitor. 6 Make sure that Allow Control of Device from CTI is checked. 7 Navigate to User Management > End User CAPF Profile. 8 Click the Create New button. 9 Select the user jtapi. 10 Add instance ID (e.g. jtapi2). 11 From the Certificate Operation (Secure RTP only) drop-down menu, select the Install/Upgrade option (Secure RTP only). 12 Enter an authentication string (e.g. test) (Secure RTP only). 13 Click the Save button. 14 Navigate to User Management > User Group. 15 Add the following groups to your user by clicking on the group, and then clicking on the button Add End Users To Group. Then check your user and add that user to the following groups: Standard CTI Allow Control of All Devices Integration Service Cisco Integration Guide 15

16 Chapter 1 - CTI Controlled Solution via JTAPI Installation Standard CTI Allow Reception of SRTP Key Material (Secure RTP only) Standard CTI Enabled Standard CTI Secure Connection (Secure RTP only) Install the Cisco JTAPI Client The JTAPI adapter requires the Cisco JTAPI Client, which you can download from the CCMAdmin application on the CallManager. 1 Use your web browser to access your CallManager (that is, by entering its URL, for example, and then log on. 2 Navigate to Application > Plugins. 3 Click the Find button. 4 Click the link for Download Cisco JTAPI for Windows. 5 Run the setup program. 6 Select all default values. Configure the Cisco JTAPI Client If you are using an encrypted CallManager environment, you must first do the following (otherwise, go on to the following procedure): Note: run the client configuration after installation change the connection mode to encrypted initialize the CAPF profile setup for the JTAPI user 1 In Windows Explorer, navigate to the directory in which you installed the Cisco JTAPI client. 2 Go to the JTAPITools directory. 3 Double-click on jtprefs to configure JTAPI client. 4 Click the Security tab. 5 In the User Name field, type jtapi. 6 In the Instance ID field, type the Instance ID created on Cisco CallManager (e.g. jtapi2). If you are using Secure RTP, proceed to the next step; otherwise, skip to step In the Authentication String field, type test. 8 In the TFTP Server field, type the IP address of your CallManager. 9 Leave the TFTP server port set to the default of In the CAPF IP Address field, type the IP address of your CallManager. 11 Leave the CAPF Server port set to the default of Integration Service Cisco Integration Guide 16

17 Chapter 1 - CTI Controlled Solution via JTAPI Installation 12 Leave certificate path blank. A certificate will be installed in the C:\WINNT\Java\lib directory. 13 Click Enable secure connection. 14 Click the OK button. 15 Exit the console screen after messages are displayed. If you are using Secure RTP, proceed to the next step; if you are not using secure RTP, no further action is required. 16 Run the program again to make sure you have updated the certificate 17 The Certificate Update Status box at the bottom of the security tab should say Updated. 18 Click Cancel and exit. Integration Service Cisco Integration Guide 17

18 Chapter 1 - CTI Controlled Solution via JTAPI Configuration Configuration JTAPI Adapter See Appendix A: JTAPI Adapters for information on how to configure the JTAPI Adapter. Cisco ICM Adapter (optional) See Appendix B: Cisco ICM Adapter for information on how to configure the Cisco ICM Adapter if you require additional tagging information or agent free seating available only from ICM. You must select the Tag Only check box in order to get the necessary tagging. Recorder Settings The following section describes the supported deployment scenarios for a Cisco CallManager CTI Controlled recording solution via the JTAPI adapter. Refer to the Integration Service Integration Guide for additional information about setting up the integration. Confirm the following settings: The Recorder Control Type of the member group of the Data Source used by the JTAPI adapter is set to CTI Controlled (Enterprise Manager). The Recording Mode of the phones of the Data Source used by the JTAPI adapter is set to the desired functionality (Enterprise Manager). The Recording Type of the network interface card used for recording is set to Passive (Recorder Manager). No Configured Protocols of the network interface card have been selected (Recorder Manager). Integration Service Cisco Integration Guide 18

19 Chapter 1 - CTI Controlled Solution via JTAPI Technical Notes Technical Notes Limitations Maintenance Free seating is not supported in Cisco JTAPI only CTI environments. A Cisco ICM adapter is required in addition to the JTAPI adapter in order to support free seating. Any changes to the Extensions that are being recorded may result in required changes to the Data Source used by the JTAPI adapter. Integration Service Cisco Integration Guide 19

20 Chapter 1 - CTI Controlled Solution via JTAPI Technical Notes Integration Service Cisco Integration Guide 20

21 Chapter 2 Duplicate Streamed Recording Solution This chapter describes how to install and configure a Cisco CallManager duplicate streamed recording solution via the JTAPI adapter.

22 Chapter 2 - Duplicate Streamed Recording Solution Prerequisites Prerequisites System Requirements Verint Systems Field Services personnel should confirm with the customer that the customer has the following Switch/CTI configuration. Please refer to Verint Systems Product Central for the latest information on supported Switch/CTI combinations. Switch/CTI Requirements Specification Requirement Switch Name & Model Cisco CallManager Supported Switch 6.x Versions Switch Interface Type Cisco JTAPI (optional for tagging only) CTI Middleware Cisco ICM (optional for tagging only) CTI Middleware Versions 4.1 SP5 HotFix Phones Cisco phones supporting DMS What You Need to Know Before Configuration Recording Solution When Cisco CallManager is configured for duplicate stream recording, the CallManager automatically duplicates all calls to the configured extensions to the Integration Service. The Integration Service will answer those calls and the recorder will record the duplicated audio from the original call to the recorder via the phone. You may also use a Cisco JTAPI and/or ICM adapter for additional tagging. Bulk and Selective Recording Cisco CallManager supports bulk and selective recording on a per-line basis. Bulk recording is used for 100% compliance recording, to record all calls on a specific line. Selective recording (Application Invoked Call Recording) allows the recording system to determine whether a specific call will be recorded or not. If Application Invoked Call Recording is used on the call manager, JTAPI is required. The Cisco CallManager Phone Settings Record Option and the EM Member Group Recorder Settings determine whether lines are set for bulk or selective recording. Items Required from Customer The customer must provide the following information: Integration Service Cisco Integration Guide 22

23 Chapter 2 - Duplicate Streamed Recording Solution Installation A list of agent extension numbers to be recorded. A two-way network connection to the CallManager Server. Installation Set Up Integration Service Follow the standard installation process for setting up the Integration Service. Refer to the Integration Service Integration Guide for information of setting up the Integration Service. Configure Cisco CallManager for Active Recording For each Integration Service, create a SIP Trunk using the following instructions. Create SIP Trunks 1 Use your web browser to access your CallManager (that is, by entering its URL, for example, and then log on. 2 Navigate to Device > Trunk > Add New. 3 Go to Trunk Type, select SIP Trunk, and then click Next. 4 Type a name for the SIP trunk. 5 Under Device Pool, select default. 6 In the Destination Address field, type the IP address or hostname of the Integration Service running the SIP Proxy Adapter. 7 Make sure the Destination Port matches the recorder settings. 8 For SIP Trunk Security Profile, select Non-secure. 9 For SIP Profile, select Standard Profile. 10 Click Save. Create Route Groups and Route Lists For Fault Tolerant DMS setups you will need to complete the following additional steps before creating the route pattern. Create Route Group You must complete the following steps for fault tolerant Integration Service configurations. 1 Navigate to Call Routing > Route/Hunt > Route Group > Add New. Integration Service Cisco Integration Guide 23

24 Chapter 2 - Duplicate Streamed Recording Solution Installation 2 Type a name for the Route Group. 3 Select Top Down for the distribution algorithm. 4 Add the SIP Trunks associated with this Recording Profile to the Route Group. 5 Ensure the list of Route Group Members is in the correct order. 6 Click Save. Create Route List You must complete the following steps for fault tolerant Integration Service configurations. 1 Navigate to Call Routing > Route/Hunt > Route List > Add New. 2 Type a name for the Route List. 3 Select the correct Call Manager Group. 4 Click Save. 5 Click Add Route Group. 6 Select the Route Group created in the previous procedure. 7 Click Save. Create Route Pattern 1 Navigate to Call Routing > Route/Hunt > Route Pattern > Add New. 2 Type the extension you want for your SIP trunk. 3 For Gateway/Route List, select the SIP Trunk (for non-fault tolerant setups) or Route List (for fault tolerant setups) configured in the previous steps. 4 Click Save. Create Recording Profile 1 Navigate to Device > Device Settings > Recording Profile > Add New. 2 Type a name for your recording profile. 3 In the Recording Destination Address field, type the phone extension of the SIP trunk configured when you created the route pattern. 4 Click Save. Integration Service Cisco Integration Guide 24

25 Chapter 2 - Duplicate Streamed Recording Solution Installation Configure Phone Settings and Line Appearance Settings 1 Use your web browser to access your CallManager (that is, by entering its URL, for example, and then log on. 2 Navigate to Device > Phone > Find. 3 Select the extension from the list by clicking on the device name. 4 For Built In Bridge, select On. 5 For Privacy, select Off. 6 Click Save. 7 Click on the line appearance (upper left-hand part of screen) to display the line appearance page. 8 Under Recording Option, select Automatic Call Recording Enabled for bulk 100% recording, or Application Invoked Recording Enabled for selective recording. 9 For Recording Profile, select your previously created recording profile. 10 Click Save. 11 Reset phone by clicking the Reset button, then Reset. 12 Repeat steps 2 through 11 for each phone you need to configure for active recording. Integration Service Cisco Integration Guide 25

26 Chapter 2 - Duplicate Streamed Recording Solution Configuration Configuration Cisco SIP Proxy Adapter To Create a Cisco SIP Proxy adapter to support Cisco DMS 1 In the Recorder Manager, choose System > Integration Service > Settings. 2 Click Create. 3 In the right-hand pane, in Choose a CTI Adapter to Create, select SIP Proxy Adapter. 4 Click Create. The adapter appears in the left-hand pane. Integration Service Cisco Integration Guide 26

27 Chapter 2 - Duplicate Streamed Recording Solution Configuration 5 Specify settings for this adapter in the right-hand pane, referring to the following table (all fields are required unless otherwise indicated): Field Name Description Adapter Type Run From Startup Type DataSource Description Type a unique name for this adapter. Do not use any special characters or characters that truncate xml. This field is not case sensitive. Type a description of the adapter (optional). This is a read-only field that specifies the adapter selected in step 3. This is a read-only field that specifies the server from which the adapter is run. Select a startup type: Automatic, Manual, or Disabled. Select a data source. Integration Service Cisco Integration Guide 27

28 Chapter 2 - Duplicate Streamed Recording Solution Configuration Field SIP Protocol Listen At IP Address SIP Listen Ports Supports G711 U-Law Supports G711 A-Law Supports G722 Supports G729 Description Select the protocol (UDP or TCP) that the SIP Proxy adapter will use. In a system with multiple NICs, specify the IP address that the SIP proxy adapter will use. Specify the port(s) that the SIP Proxy Adapter will listen on, using commas to separate multiple port numbers. Select this check box if the adapter will advertise support of the G711 U-Law codec that the recording application will support. Select this check box is the adapter will advertise support of G711 A-Law codec that the recording application will support. Select this check box if the adapter will advertise support of the G722 codec that the recording application will support. Select this check box if the adapter will advertise support of the G729 codec that the recording application will support. 6 Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are in use in your system. 7 Click Save. The adapter appears in the left-hand pane. JTAPI Adapter (optional) See Appendix A: JTAPI Adapters for information on how to configure the JTAPI Adapter if you require additional tagging information from JTAPI. Prior to configuring the JTAPI adapter, complete the following sections in Chapter 1: Configure Cisco CallManager on page 15 Install the Cisco JTAPI Client on page 16 Configure the Cisco JTAPI Client on page 16 Cisco ICM Adapter (optional) See Appendix B: Cisco ICM Adapter for information on how to configure the Cisco ICM Adapter if you require additional tagging information. If you are using both JTAPI and ICM, you must select the Tag Only check box in order to get the necessary tagging. If you are using ICM only, then do not select the Tag Only check box. The Cisco ICM Adapter will then be used for tagging and stitching. Integration Service Cisco Integration Guide 28

29 Chapter 2 - Duplicate Streamed Recording Solution Configuration Recorder Settings The following section describes the supported deployment scenarios for a Cisco CallManager duplicate streamed recording solution. Refer to the Integration Service Integration Guide for additional information of setting up the integration. Confirm the following settings: For bulk recorded lines, you should add the lines to a Member Group, and set its Record Control Type to External Controlled. All extensions set to a Recording Mode of Record will be recorded in this configuration, unless the overridden with a block recording. For selectively recorded lines, you should add the lines to a Member Group, and set its Record Control Type to Application Controlled. The extensions Recording Mode (from the Phones tab in Enterprise Manager), a Business Rule, Record-on-Demand applications, AIM, or some other trigger will control the triggering of recording in this configuration. The Recording Mode of the phones of the Data Source used by the SIP Proxy adapter is set to Record (Enterprise Manager). The Recording Type of the network interface card used for recording is set to Active (Recorder Manager). The Starting Port and Ending Port of the network interface card used for recording have been set. Note: Each concurrent recording requires two ports (Recorder Manager). Integration Service Cisco Integration Guide 29

30 Chapter 2 - Duplicate Streamed Recording Solution Cisco DMS Fault Tolerance Cisco DMS Fault Tolerance In general, fault tolerance in the Cisco DMS environment is achieved by using more then one Integration Service and more then one Recorder. Typically a pair of Integration Services will be used. One extra recorder will be added to provide n + 1 fault tolerance. The pair of Integration Services and n + 1 recorder is meant for a single-fault scenario. There can be extra Integration Services or Recorders over the required pair and n + 1, but that will only help in double-fault scenarios. A typical deployment will look like the following: Recording Cluster Failover controlled by Call Manager Top Down Trunk configuration Active /Passive Failover controlled by Call Manager Top Down Trunk configuration N+1 Failover Controlled by Integration Service Primary Trunk Call Manager Cluster Secondary Trunk(s) Primary Integration Service Recorder Lowest Priority Trunk(s) Secondary Integration Service(s) Recorder Recorder Recording Cluster Backup/Spillover Recording Cluster Integration Service Cisco Integration Guide 30

31 Chapter 2 - Duplicate Streamed Recording Solution Cisco DMS Fault Tolerance Configure Cisco Call Manager for DMS Fault Tolerance The following sections describe possible redundancy scenarios. Load Balancing of Recorders The Integration Services are responsible for sending the call to be recorded to a Recorder. Typically an Integration Service will pick the least utilized Recorder. Each Integration Service is connected to all the recorders. For this reason, either Integration Service is capable of recording any call on any recorder. This means that if the primary Integration Service goes down, the Secondary can continue distributing calls in exactly the same manner. If both Integration Services are lost, then there will be no new calls recorded during this time period. Recorder Failover Behavior for New Calls In the case of a recorder going down, the Integration Services will simply send any subsequent calls to recorders that are still running and that are not above capacity. If there is no capacity on any of the recorders, the Integration Service will return an error of "full" to the CallManager Cluster. This will allow the CallManager cluster to try a lower priority Integration Service. (This would typically only be used in multi-site deployments, and will not be covered in more detail here.) The above scenarios describe the fault tolerance capabilities in cases of new calls coming in to the system after a single failure. The system will record in all cases, assuming the number of recorders is sized correctly for the required capacity. Recorder Failover Behavior for In-Progress Calls The following section covers failures and their impact on calls that are currently in progress and being recorded. Failures fall into two categories: failure of a recorder and failure of the Integration Service handling the call. In the case of a recorder failure, the Integration Service handling that recording will try to move everything recording that was on that recorder to the other recorders. It will attempt to continue to load balance the recording across the recorders. The redistribution will occur as soon as the Integration Service is aware that the Recorder is down. This will occur in 10 seconds or less. The call will exist with two recorded segments: one in the first recording that faulted, and a second on the new recorder. These segments will be stitched together in Viewer, so only a small about of audio may be missing between the two segments. There is no limit on the number of times a recording is moved from one recorder to another. Recorder Failover Recovery When the recorder comes back online, each of the Integration Services will connect to it, and from that point forward calls are capable of being recorded on that recorder. No calls that are currently in progress will be moved to the new recorder, as this would interrupt the recording. Integration Service Cisco Integration Guide 31

32 Chapter 2 - Duplicate Streamed Recording Solution Cisco DMS Fault Tolerance Integration Service Node Redundancy The CallManager Cluster will have a recording profile configured with two SIP trunks. The trunks will have a priority list so that all the calls will attempt go to the primary Integration Service. If the CallManager Cluster cannot communicate with the primary Integration Service it will fall back to sending the requests to the secondary Integration Service. Because of this feature in the CallManager Cluster, the fault tolerance of sending calls to multiple Integration Services is handled by the Cisco CallManager. More then one secondary Integration Service node can be added to allow for more layers of redundancy. In addition, subsequently lower priority trunks can be configured to send the audio to other recording clusters in the case of a total failure of the local site. Integration Service Failover There are two scenarios for loss of the Integration Service. The first scenario is one in which only an Integration Service fails, with no failures of recorders. In this case, all of the current recordings will continue to be recorded on the recorder they were on before the fault, and will eventually finish recording when the RTP audio stops because of the end of the call. This scenario is that both an Integration Service and a Recorder fail. In this case will not result in any loss of audio. In this case, the remaining portions of any calls that were being tracked by the Primary Integration Service that were being recorded on the recorder that failed are lost. The next call will be picked up by the Backup IS and sent to a different recorder. Scenarios because of the failure of the Primary Integration Service and a co-hosted recorder can be mitigated by running the Integration Service on its own machine. Integration Service Failover Recovery When the primary Integration Service goes back up, the CallManager will start sending calls to it again and everything will work as before the loss of the primary Integration Service. Summary of Failover Scenarios If a recorder goes down: All calls currently being recorded will be moved to another recorder by the primary Integration Service and recorded on those other recorders from that point forward All new calls will only be recorded on the reachable recorders If a primary Integration Service goes down: All new calls will go to the secondary Integration Service All current calls being recorded on a different recorder will continue to be recorded, but will no longer be tracked. If that recorder also goes down, the call cannot be moved to another recorder (this is a Cisco limitation). If there is a dual failure of both the primary Integration Service and a Recorder: Integration Service Cisco Integration Guide 32

33 Chapter 2 - Duplicate Streamed Recording Solution Technical Notes Teamed NICs All new calls will go to the secondary Integration Service All current calls being recorded on this recorder, will no longer be recorded and cannot be moved to another recorder (the is a Cisco limitation) All current calls being recorded on a different recorder will continue to be recorded, but will no longer be tracked. If that recorder also goes down, the call cannot be moved to another recorder (this is a Cisco limitation) Teamed network interface cards (NICs) can be used to reduce the network-related fault occurrences. Effectively teamed NICs can be added to the Integration Service and/or Recorder to add a second network path in the deployment. This helps guard against the loss of a router, switch, network cable, NIC card, or other network device in the line of communication. The software currently has no knowledge of teamed NICs, so if both NICs are up or only one is up, the machine will appear perfectly healthy to the system. Only in the case of both NICs failing will the system become unreachable. The advantage of teaming NICs is that if one NIC or route is lost the system will automatically fall back on the secondary. Technical Notes Maintenance Any changes to the extensions that are being recorded may result in required changes to the Data Source used by the SIP Proxy adapter. Integration Service Cisco Integration Guide 33

34 Chapter 2 - Duplicate Streamed Recording Solution Technical Notes Integration Service Cisco Integration Guide 34

35 Chapter 3 Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM This chapter describes how to install and configure a Recorder Controlled Cisco CallManager recording solution.

36 Chapter 3 - Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM Prerequisites Prerequisites System Requirements Verint Systems Field Services personnel should confirm with the customer that the customer has the following Switch/CTI configuration. Please refer to Verint Systems Product Central for the latest information on supported Switch/CTI combinations. Switch/CTI Requirements Specification Requirement Switch Name & Model Cisco CallManager Supported Switch 3.x - 6.x Versions Switch Interface Type Cisco JTAPI (optional for tagging only) CTI Middleware Cisco ICM (optional for tagging only) CTI Middleware Versions 4.1 SP5 HotFix What You Need to Know Before Configuration Recording Solution Cisco CallManager phones use either SIP or SCCP (Skinny) call control protocols. In a recorder controlled solution the recorder is configured to record calls via protocol sniffing using the built-in SCCP or SIP handler. If required, you may also use a Cisco JTAPI and/or ICM adapter for additional tagging. Items Required from Customer The customer must provide the following information: A list of agent extension numbers to be recorded. A two-way network connection to the CallManager Server. Spanning capabilities on the gateway side, or telephone side, or both. Integration Service Cisco Integration Guide 36

37 Chapter 3 - Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM Installation Installation Set Up Integration Service Follow the standard installation process for setting up the Integration Service. Refer to the Integration Service Integration Guide for information of setting up the Integration Service. There are no additional installation steps required for a recorder controlled Cisco switch recording solution. Configuration JTAPI Adapter (optional) See Appendix A: JTAPI Adapters for information on how to configure the JTAPI Adapter if additional tagging information from JTAPI is desired. Prior to configuring the JTAPI adapter be sure to complete the following sections in Chapter 1: Configure Cisco CallManager on page 15 Install the Cisco JTAPI Client on page 16 Cisco ICM Adapter (optional) See Appendix B: Cisco ICM Adapter for information on how to configure the Cisco ICM Adapter if additional tagging information from ICM is desired. If you are using both JTAPI and ICM, you must select the Tag Only check box in order to get the necessary tagging. If you are using ICM only, then do not select the Tag Only check box. The Cisco ICM Adapter will then be used for tagging and stitching. Integration Service Cisco Integration Guide 37

38 Chapter 3 - Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM Recorder Settings Recorder Settings The following section describes the supported deployment scenarios for a recorder controlled Cisco CallManager recording solution. Refer to the Integration Service Integration Guide for additional information of setting up the integration. Confirm the following settings: The Recorder Control Type of the member group of the Data Source used by the JTAPI and/or Cisco ICM adapter is set to Recorder Controlled (Enterprise Manager). The Recording Mode of the phones of the Data Source used by the JTAPI and/or Cisco ICM adapter is set to Record (Enterprise Manager). The Recording Type of the network interface card used for recording is set to Passive (Recorder Manager). Each concurrent recording requires two ports (Recorder Manager). Note: The Protocol of the network interface card used for recording is set to SIP and/or SCCP depending on the phones to be recorded (Recorder Manager). Integration Service Cisco Integration Guide 38

39 Chapter 3 - Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM Technical Notes Technical Notes Maintenance Any changes to the extensions that are being recorded may result in required changes to the Data Source used by the JTAPI and/or Cisco ICM adapter. Integration Service Cisco Integration Guide 39

40 Chapter 3 - Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM Technical Notes Integration Service Cisco Integration Guide 40

41 Appendix A JTAPI Adapters This appendix describes how to configure a Cisco CallManager switch integration via the Cisco JTAPI adapter.

42 Appendix A - JTAPI Adapters Configure JTAPI Adapter Configure JTAPI Adapter To Create an Adapter for the Cisco CallManager with JTAPI 1 In the Recorder Manager, choose System > Integration Service > Settings. 2 Click Create. 3 In the right-hand pane, in Choose a CTI Adapter to Create, select Cisco JTAPI Adapter. 4 Click Create. The adapter appears in the left-hand pane. Integration Service Cisco Integration Guide 42

43 Appendix A - JTAPI Adapters Configure JTAPI Adapter 5 Specify settings for this adapter in the right-hand pane, referring to the following table (all fields are required unless otherwise indicated): Field Name Description Adapter Type Run From Startup Type DataSource Cisco CallManager Host Name JTAPI User Description Type a unique name for this adapter. Do not use any special characters or characters that truncate xml. This field is not case sensitive. Type a description of the adapter (optional). This is a read-only field that specifies the adapter selected in step 3. This is a read-only field that specifies the server from which the adapter is run. Select a startup type: Automatic, Manual, or Disabled. Select a data source. Type the host name or IP address of the JTAPI sever. Type a login name used to access the JTAPI server Integration Service Cisco Integration Guide 43

44 Appendix A - JTAPI Adapters Configure JTAPI Adapter Field JTAPI Password Enable Automatic Switch Import Description Click the Password button to enter a password used to access the JTAPI server. Select this check box to import switch information automatically. 6 Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are in use in your system. 7 Click Save. The adapter appears in the left-hand pane. 8 Click Restart. Integration Service Cisco Integration Guide 44

45 Appendix A - JTAPI Adapters Troubleshooting Troubleshooting Failed to initialize JTAPI - Check JTAPI source configuration Issue: This error message in the Integration Framework log indicates that the adapter is unable to communicate with the JTAPI server. Cause: JTAPI Adapter improperly configured in the Recorder Manager. Resolution: Use Recorder Manager to view the JTAPI adapter configuration information and verify that the Cisco CallManager Hostname, JTAPI User, and JTAPI Password (if required) match the information provided by the customer s CallManager Server Administrator. Cause: Network problem between the Integration Framework and the JTAPI Server. Resolution: Verify network connectivity between the Integration Framework and the JTAPI Server using the hostname information provided by the customer s CallManager Server Administrator. Cause: The JTAPI Server for Cisco CallManager is not presently functioning. Resolution: Request that the customer s CallManager Server Administrator verify that the JTAPI Server is currently operational. Integration Service Cisco Integration Guide 45

46 Appendix A - JTAPI Adapters Troubleshooting Integration Service Cisco Integration Guide 46

47 Appendix B Cisco ICM Adapter This appendix describes how to configure a Cisco CallManager switch integration via the Cisco ICM adapter.

48 Appendix B - Cisco ICM Adapter Configuring Configuring Cisco ICM Adapter You can use the following procedure to create an adapter for Cisco CallManager. To Create an Adapter 1 In the Recorder Manager, choose System > Integration Framework > Settings. 2 Click Create. 3 In the right-hand pane, in Choose a CTI Adapter to Create, select Cisco ICM Adapter. 4 Click Create. The adapter appears in the left-hand pane. Integration Service Cisco Integration Guide 48

49 Appendix B - Cisco ICM Adapter Configuring 5 Specify settings for this adapter in the right-hand pane, referring to the following table (all fields are required unless otherwise indicated): Field Name Description Adapter Type Startup Type DataSource T-Server Hostname Description Type a unique name for this adapter. Do not use any special characters or characters that truncate xml. This field is not case sensitive. Type a description of the adapter (optional). This is a read-only field that specifies the adapter selected in step 3. Select a startup type: Automatic, Manual, or Disabled. Select a data source. Type the Host name or IP address of the primary Cisco ICM (GeoTel) server. Cisco is the default. Integration Service Cisco Integration Guide 49

50 Appendix B - Cisco ICM Adapter Configuring Field T-Server Port Client ID Client Password Use Secondary Server Secondary T-Server Hostname Secondary T-Server Port Tag Only Description Specify the connection port on the primary Cisco ICM (GeoTel) server is the default. Type a login name used to access the Cisco ICM (GeoTel) server (set to witness by default). Click the button beside the Client Password to type a Password used to access the Cisco ICM (GeoTel) server. Select this check box if you want to use a failover server. Specify the host name or IP address of the backup Cisco ICM (GeoTel) server. This field is required if you select the UseFailoverServer check box. Specify the connection port on the backup Cisco ICM (GeoTel) server. 433 is the default. This field is required if you select the UseFailoverServer check box. Select this check box if the adapter is to be used only for tagging. 6 Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are in use in your system. 7 Click Add. The adapter appears in the left-hand pane. Integration Service Cisco Integration Guide 50

51 Appendix B - Cisco ICM Adapter Troubleshooting Troubleshooting _030136_GEOTEL MAKECONNECTION_EXCEPTION Issue: This error message in the Cisco ICM Adapter log indicates that the adapter is unable to communicate with the Cisco ICM Server. Cause: Cisco ICM Adapter improperly configured in the Recorder Manager. Resolution: Use Recorder Manager to view the Cisco ICM adapter configuration information and verify that the T-Server Hostname, T-Server Port, Client Id, and Client Password (if required) match the information provided by the customer s Cisco ICM Server Administrator. Cause: Network problem between the Integration Framework and the Cisco ICM Server. Resolution: Verify network connectivity between the Integration Framework and the Cisco ICM Server using a Telnet command and the hostname and port information provided by the customer s Cisco ICM Server Administrator. Cause: The Cisco ICM Server link is not presently functioning. Resolution: Request that the customer s Cisco ICM Server Administrator verify that the Cisco ICM Server link is currently operational. Integration Service Cisco Integration Guide 51

52 Appendix B - Cisco ICM Adapter Troubleshooting Integration Service Cisco Integration Guide 52

53 Index A about this guide Active Recording additional resources B bulk recording C CallManager configuration for Active Recording duplicate streamed installation, CTI controlled plus JTAPI adapter. 15 CIC configuration Active Recording ICM adapter JTAPI adapter JTAPI client SIP Proxy adapter conventions used in this guide CTI controlled deployment Customer Interaction Center D deployments CTI controlled Recorder controlled DMS fault tolerance duplicate streamed JTAPI adapter F failover in-progress calls Integration Service new calls recovery failover recovery Integration Service fault tolerance deployment scenario overview I ICM adapter configuration installation JTAPI adapter Integration Service failover failover recovery redundancy